Patient Enquiries & Conversion Lead (CRM & Digital)

The IVF Guide; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

The IVF Guide in Central London is seeking an experienced Enquiries & Conversion Manager to lead the enquiries function across the UK. You will manage a team of about 8 people, ensuring every patient enquiry is handled with empathy and efficiency, while driving conversion and supporting digital transformation.

You will lead process improvements, coach staff on communication and sales, and collaborate with technology teams to optimise workflows and the digital patient journey.

Qualifications

• Experience leading an enquiries, sales, contact centre, patient services or conversion team.
• Proven team leadership and people-management experience.
• Strong sales and conversion skills.
• Experience using Salesforce or similar CRM platforms.
• Comfort working with technology, engineering or digital transformation teams.
• Understanding how technology can improve customer journeys and operational performance.
• Strong communication, coaching and relationship-building skills.
• Commercial and data-driven mindset.
• Ability to communicate with patients sensitively and confidently.

Responsibilities

• Leading, managing and developing the enquiries team
• Overseeing the quality and effectiveness of incoming patient enquiries
• Driving enquiry-to-consultation and enquiry-to-patient conversion
• Coaching the team on communication, sales and patient engagement
• Monitoring conversion rates, response times and other KPIs
• Using data to identify opportunities to improve performance
• Developing and optimising enquiry workflows and processes
• Collaborating with technology, transformation and engineering colleagues to improve the digital patient journey
• Supporting the integration and effective use of Salesforce CRM and related technologies
• Moving the enquiries function toward a more technology-enabled, scalable model
• Balancing commercial objectives with an empathetic, patient-centred approach

Skills

Team leadership

Sales & conversion

Data-driven

Communication

Technology awareness

Tools

Salesforce

Job description

The IVF Guide in Central London is seeking an experienced Enquiries & Conversion Manager to lead the enquiries function across the UK. You will manage a team of about 8 people, ensuring every patient enquiry is handled with empathy and efficiency, while driving conversion and supporting digital transformation.

You will lead process improvements, coach staff on communication and sales, and collaborate with technology teams to optimise workflows and the digital patient journey.